Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Synopsis and Timeline 11/01/2019 Purchased two pairs of tickets for New York Yankee pre-season baseball games $163.50 + $159.50 = $323.00 See Mastercard bill attachment A 03/13/2020 Both games cancelled due to COVID-19 5/19/2020 Credits issued for 110% of ticket price Credit Amount: $179.85 Credit Code: 6392236521474011 Credit Amount: $175.45 Credit Code: 1206757384939934 Total Credits = $355.30 See Email chain below 11/19/2021 All credits used (apparently) to purchase two tickets for one game of New York Yankee pre- season baseball PLUS an additional $7.65. See Mastercard bill attachment B 03/08/2022 Pre-season game we purchased tickets for was cancelled due to MLB labor dispute. Total Refund issued: $7.65 See Email chain below Purchase attempts on Tickets-Center.com website show no available credits Email’s sent to Tickets-Center.com are not answered. Attempts to telephone them fail because phone answering algorithms are circuitous and offer no option to speak to a live representative. Conclusion: We spent $323 (or $355, if their generous refund policy is to be believed) and saw not one pitch. We seek refund of the $355.00.

  Business Response

  Date: 07/01/2022

  Thank you for reaching out to us. At Tickets-Center, we value our customers and would like to take the time to address our customer’s concerns. It should be noted that Tickets-Center is an online resale marketplace, which means we do not own or generate tickets—instead, we merely facilitate transactions between ticket buyers and ticket sellers. Tickets-Center has been working hard to protect all customers whose events have been affected by COVID-19 and appreciate the opportunity to address our customer's concern. 
  
  As noted in the claim, our customer placed two orders in November of 2019 which were ultimately cancelled. Both of those orders, #30617093 and #30617189, were provided a credit which could be used towards a future purchase. Our customer used the credit from #30617093 to place a new order on 11/19/2021. Unfortunately the customer's new order #39428993 was also subsequently cancelled. The credit used on order #39428993 was reinstated and can be used towards a future purchase. The remainder of the order total for that order was refunded. Additionally, order #30617189 has been refunded as the credit on that order was not previously used. Both refunds have been remitted to the original method of payment on each order. As all of our customer's order have been provided adequate compensation we consider this matter closed. If our customer has any additional concerns relating to their order, we welcome them to contact our customer service department.
  
  Regards,
  Tickets-Center

• Initial Complaint

  Date:06/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The order was made today for tickets to a play in November. The amount spent was $501.50. I have attempted to get a refund for this order with he company but was unable to through phone or live chat. I was under the impression that I was going through the official venue site for tickets but only after receiving the email advising order was confirmed was I made aware that the product would not be provided until 2 days before the actually event. My order # is 44811240.

  Business Response

  Date: 06/23/2022

  Thank you for reaching out to us. At Tickets-Center, we value our customers and would like to take the time to address our customer’s concerns. It should be noted that Tickets-Center is an online resale marketplace, which means we do not own or generate tickets—instead, we merely facilitate transactions between ticket buyers and ticket sellers. The top of every event and ticket listing page clearly states, “Independent resale tickets, prices may be above face value.”
  
  Once our customer selected the ticket listing they desired for The Book Of Mormon, there they were able to see the tickets available, the Delivery Method and Expected Delivery Date (EAD). Once our customer selects the tickets they prefer, they were presented with the Delivery Method and directed to input their email address. Please note that here, customers are provided with an order summary that displays the event details, ticket location, and number of tickets the customer has selected on the right-hand side. This breakdown detailed the price per ticket, all fees, and the total charge of $501.50 in bold text prior to entering any payment information. Once our customers input their payment and billing information, they were prompted to click “Continue” and under this button it states: “Your account will not be charged yet.” Then, our customer is required to select a check box signifying their agreement to these terms stating, “I agree to the Terms & Privacy Policy. I have reviewed the Order Summary above. I understand that this site displays resale tickets and that prices may be above face value. I understand that this site is not affiliated with any box office or venue. All sales are final. There are no refunds, exchanges, or cancellations. All prices are listed in US Dollars." Below the terms, our customer’s order total breakdown is reiterated. Directly below the “Place Order” our customer was presented with the message, "By clicking 'Place Order,' your credit card will be charged $501.50 which includes ticket, service, and delivery fees" at which time our customer proceeded to place their order.
  
  Due to the nature of our business on the secondary marketplace, Tickets-Center is not affiliated with any artist or venue and does not own inventory; instead, we act as an intermediary between customers and sellers. All prices listed on our site are done so by the individual seller, not Tickets-Center, based on their personal assessments regarding a range of factors including customer demand. Since our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.
  
  Prior to receiving this claim we thoroughly discussed this matter with our customer to address all of their concerns. We maintain that all order details were sufficiently displayed prior to placing their order; as such, we consider this matter closed. If our customer has any additional concerns regarding their order, we encourage them to reach out to our customer service department so that they may be addressed.
   
  Regards,
  Tickets-Center.com

• Initial Complaint

  Date:06/17/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 tickets from this vendor and was told via email at least 3 tiems of a promised date I would receive my tickets. They were to be delivered electronically but never arrived. I called Customer Service 3 times and wasn't offered any assistance. I never received the tickets, the friend that was supposed to go with me was upset with me and I missed a fun event that I was looking forward to now that venues are open after Covid-19. I hope you can help me get the money I paid back, it's the least this company can do now.

  Business Response

  Date: 06/27/2022

  Thank you for reaching out to us. At Tickets-Center, we value our customers and would like to take the time to address our customer’s concerns. It should be noted that Tickets-Center is an online resale marketplace, which means we do not own or generate tickets—instead, we merely facilitate transactions between ticket buyers and ticket sellers.
  
  In this case our customer's tickets were delivered prior to their event on 6/11/2022. The delivery method for the tickets our customer selected was Electronic Transfer, which means our customer's tickets were transferred online and needed to be displayed on a smartphone device in order to gain entry. On the day of their event tickets were transferred electronically to the email address entered by the customer at the time of purchase. After ticket delivery was completed our customer did not report any issues locating or accessing their tickets. It should be noted that valid documentation was obtained that confirmed the correct tickets were transferred to the email address provided by the customer at the time of checkout, and as such, the ticket delivery was marked as completed. As it presently stands, the customer's order does not qualify for compensation and if the customer has additional concerns we invite them to contact our customer service team.
  
  Regards,
  Tickets-Center

• Initial Complaint

  Date:06/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6-15-2022 I purchased two tickets to a local baseball game. When I got the email confirmation the tickets showed the wrong date. Then when I received the ticked on 6-16-2022 they showed the wrong date and the wrong section. I called and the woman said that it would be put under review but she admitted that the tickets were wrong and said they were looking into it. Then she hung up. I called again and explained to another employee, who agreed as well the tickets were wrong, but no refund. then she said they would try to get me new tickets, after explaining that they broke their contract when they sent me the wrong tickets she said im sorry i cannot help you and hung up on me.

  Business Response

  Date: 06/23/2022

  Thank you for reaching out to us. At Tickets-Center, we value our customers and would like to take the time to address our customer’s concerns. It should be noted that Tickets-Center is an online resale marketplace, which means we do not own or generate tickets—instead, we merely facilitate transactions between ticket buyers and ticket sellers.
  
  In relation to our customer's concern we would like to note that when our customer contacted the Tickets-Center customer service team on 6/16/2022, we worked diligently to resolve the issue reported with their order. As noted in the claim, our customer was offered either replacements tickets for their event or the option to cancel their purchase. Our customer chose to cancel their purchase and as such a full refund for their order was remitted to the original method of payment as of 6/21/2022. As an amicable resolution has been provided we consider this matter resolved. If our customer has any additional concerns relating to their order, we welcome them to contact our customer service department.
  
  Regards,
  Tickets-Center

• Initial Complaint

  Date:06/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tickets were purchased for Sam Hunt at Hersheypark Stadium on August 29, 2020 with order ID#32946749 for $660.95. On May 20, 2020, ticket-center sent an email that the event was cancelled because of covid and would only offer a credit to the account. They credited the account $727.04. I would like a full refund and not have a credit on the account since the initial tickets were cancelled. At the time of purchasing the tickets if the event was cancelled I was to be offered a full refund and then they changed the policy for a store credit, which doesn't seem legal.

  Business Response

  Date: 06/23/2022

  Thank you for contacting us regarding this matter. We want to keep our customers informed during the events surrounding the COVID-19 outbreak. Tickets-Center is continuing to operate during these events and is working hard to protect all customers whose events are affected by the virus. We want to take this opportunity to reiterate that any customers whose events are cancelled without plans to postpone will receive compensation for their purchase.
  
  This buyer’s guarantee is outlined within our terms of use, which every customer must agree to before they complete their purchase. These terms were created with protection and fairness for all users of our site in mind, including both buyers and sellers. Under the current circumstances, many events are being rescheduled to later dates. Within our terms, it is outlined that “If an event is postponed or rescheduled, your order will not qualify for a compensation and your tickets will be valid for the rescheduled date.”
  
  Tickets-Center’s ultimate priority is to continue providing excellent service. We are actively monitoring the events affected by this outbreak and would like to thank our customers for their continued understanding. At this time, our customer’s event was cancelled by the even organizers and we have issued appropriate compensation as outlined in our email. Please note that our customer used their compensation to purchase another order on our site.  If our customer has any further questions, we encourage them to our customer service team for more assistance.
  
  Regards,
  Tickets-Center

  Customer Answer

  Date: 06/28/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  I was forced to use the credit given to me by a certain date rather than providing the credit back to me.  I didn’t want a credit in my account with an expiration date, I wanted my refund back to my credit card.  I shouldnt have been forced to purchase something else. I just want my full refund back. 
  
  
  
  Regards,

  Complaint ID: 17425820

   

   

   

  Business Response

  Date: 07/15/2022

  Thank you for responding. As previously stated, our customer used their compensation to purchase another order on our site, therefore we are unable to issue a refund for either order.   We appreciate our customer’s understanding.
   
  Regards,
  Tickets-Center

• Initial Complaint

  Date:06/12/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I accidentally purchased tickets as I was looking at multiple sources for tickets and between the two sites that I had up, tickets-center was 3 times more expensive that the other vendor for basically the same tickets. I thought I was purchasing the cheaper of the two and I found that I purchased the other, from Ticket Center. I contacted them within moments and there was no way to contact the company, which feels like a scam. I would like assistance getting a refund.

  Business Response

  Date: 06/14/2022

  Thank you for reaching out to us. At Tickets-Center, we value our customers and would like to take the time to address our customer’s concerns. It should be noted that Tickets-Center is an online resale marketplace, which means we do not own or generate tickets—instead, we merely facilitate transactions between ticket buyers and ticket sellers. The top of every event and ticket listing page clearly states, “Independent resale tickets, prices may be above face value.”
  
  Once our customer selected the ticket listing they desired for Andrew McMahon and Dashboard Confessional, there they were able to see the tickets available, the Delivery Method and Expected Delivery Date (EAD). Once our customer selects the tickets they prefer, they were presented with the Delivery Method and directed to input their email address. Please note that here, customers are provided with an order summary that displays the event details, ticket location, and number of tickets the customer has selected on the right-hand side. This breakdown detailed the price per ticket, all fees, and the total charge of $647.50 in bold text prior to entering any payment information. Once our customers input their payment and billing information, they were prompted to click “Continue” and under this button it states: “Your account will not be charged yet.” Then, our customer is required to select a check box signifying their agreement to these terms stating, “I agree to the Terms & Privacy Policy. I have reviewed the Order Summary above. I understand that this site displays resale tickets and that prices may be above face value. I understand that this site is not affiliated with any box office or venue. All sales are final. There are no refunds, exchanges, or cancellations. All prices are listed in US Dollars." Below the terms, our customer’s order total breakdown is reiterated. Directly below the “Place Order” our customer was presented with the message, "By clicking 'Place Order,' your credit card will be charged $647.50 which includes ticket, service, and delivery fees" at which time our customer proceeded to place their order.
  
  Due to the nature of our business on the secondary marketplace, Tickets-Center is not affiliated with any artist or venue and does not own inventory; instead, we act as an intermediary between customers and sellers. All prices listed on our site are done so by the individual seller, not Tickets-Center, based on their personal assessments regarding a range of factors including customer demand. Since our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.
  
  Prior to receiving this claim we thoroughly discussed this matter with our customer to address all of their concerns. We maintain that all order details were sufficiently displayed prior to placing their order; as such, we consider this matter closed. If our customer has any additional concerns regarding their order, we encourage them to reach out to our customer service department so that they may be addressed. 
  
  Regards,
  Tickets-Center.com

• Initial Complaint

  Date:06/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered tickets online from this company for a Suicide Boys concert in Dallas. I bought the tickets 6/9/22, and my order number is 44464182. I am seeking a refund because the confirmation that I will even receive the tickets is if the seller decides to give them to me in time, if at all. Several reviews of this website have said that they did not receive the tickets on time for the event, or we’re given entirely different seats completely than what they paid for, and weren’t given refunds.

  Business Response

  Date: 06/16/2022

  Thank you for reaching out to us. We appreciate the opportunity to address the concerns of our valued customer. Tickets-Center operates on the secondary market and our mission is to connect customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent fulfillment process.
  
  It should be noted that tickets for our customer's event have been transferred electronically as of 6/10/22. Furthermore, we have obtained valid documentation that confirms the tickets were transferred through a third-party platform to the email address provided by the customer at the time of checkout. At this time, the order has been fulfilled in accordance with our Buyer Guarantee which ensures tickets will be delivered prior to the event and valid for entry. As such, the order does not qualify for a refund and we consider this matter closed. If our customer has any further questions regarding their order or is in need of assistance with locating the tickets, we encourage them to contact our customer care team.
   
  Regards,
  Tickets-Center

• Initial Complaint

  Date:06/09/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2/23/2022 Ticket Center Concert tickets in the amount of $407.50 Transaction #41520909 I purchased these tickets and received an email stating I would be receiving another email with my ticket transfer. I have not received any other email identifying itself as my ticket transfer. I’ve contacted Ticket Center numerous times. They provide instructions as to receive the tickets which are all a dead end. I believe this company has a history of this very thing. I was purchasing the tickets from what I believed was Ticket Master with which I have an account. I was charged more than double for the ticket at check out at which time they had already taken my payment information. They as a way of retrieving the tickets even tell you to go to your Ticket Master account to view and transfer, of course there are no tickets there. I am besides myself knowing that this type of company can get away with this. I just want my tickets. You would think that overcharging would be enough. It should be a simple process. I have purchased tickets many times in the past. Somehow this company invades and takes over the purchase while you believe it is Ticket Master. Any help you can provide me with will be greatly appreciated. If I can not get my tickets I would like to receive my money back. They are insisting that they have sent me an email indicating it is a ticket transfer. There is absolutely nothing identifying itself as a ticket transfer or even from this company. If this is the case they should simply resend instead of making me jump through hoops. Again any help with this matter will be greatly appreciated. Thank you for your time. Sincerely,  

  Business Response

  Date: 06/16/2022

  Thank you for reaching out to us. At Tickets-Center, we value our customers and would like to take the time to address our customer’s concerns. It should be noted that Tickets-Center is an online resale marketplace, which means we do not own or generate tickets—instead, we merely facilitate transactions between ticket buyers and ticket sellers. The top of every event and ticket listing page clearly states, “Independent resale tickets, prices may be above face value." Furthermore, every order placed on our site is backed by our Buyer Guarantee, which means tickets will be authentic, valid for entry, and delivered prior to the event.
  
  With respect to our customer's claim, the tickets for their order were originally delivered on 5/5/22 through an online, third-party platform, to the email address that the customer provided at checkout. Our customer then contacted us on the same day for assistance with locating the tickets, at which point our customer care team attempted to assist the customer in accessing their tickets. While we understand and regret that the customer is experiencing issues using the third-party platform, Tickets-Center is not associated with any venue or primary ticket market. As such, these issues experienced by the customer are outside the control of Tickets-Center.  
  
  In the interest of customer service, we have submitted a request to the seller to have the tickets retransferred to the email address on file. Please note that this type of request is not covered in our Buyer Guarantee, as the order has already been properly filled by the seller as of 5/5/22. As soon as an update is available regarding the delivery, our customer will be notified. As it presently stands, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department.
  
  Regards,
  Tickets-Center

• Initial Complaint

  Date:06/03/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally reached out to this company after my event I purchased tickets(order #31699469 for $271.50) for was postponed multiple times. They offered either a voucher or refund. I asked for a refund. I then reached out because I had a used a different card to pay for the tickets, and that account was no longer open. After I told them that, they would no longer respond to my emails trying to ask for additional help. I submitted multiple requests via their website because they wouldn't take calls. No one would get back to me. And I had already provided proof from my old bank that the supposed refund had never been sent to my account there. I've been trying to solve this since Jan of 2021 and it's been an ongoing struggle.

  Business Response

  Date: 06/15/2022

  Thank you for reaching out to regarding the concerns of our valued customer. We appreciate the opportunity to provide further clarification. Customers will be appropriately compensated for any event which is cancelled and is not planned to be rescheduled. For this reason, our customer’s order was set up for cancellation. Please note that our record shows that our customer’s refund was successful processed on 12/15/2021, therefore we encourage our customer to consult with their financial institution. As such, we consider this matter resolved. We appreciate our customer’s understanding.

  
  Regards,
  Tickets-Center
  

  
  

  Customer Answer

  Date: 06/21/2022

  My bank has already printed out proof for me stating that no additional amount had been added to said card. If they had received it. it would Shoe and they would have notified me. The paper shows that there was no attempted amount added after I closed it.

  Business Response

  Date: 07/15/2022

  Thank you for responding. We appreciate the opportunity to provide further clarification. Our Accounting department confirmed that our customer’s refund was processed to their credit card. Our customer can reach out to us so we can provide their ARN (Acquirer Reference Number) to distribute to their credit card company, which will confirm the funds were submitted. At this time, we consider this matter closed.   
   
  Regards,  
  Vivid Seats